How should I contact the clinic by email?

 Our clinic phone number now supports text messaging, giving you an easy way to reach us for non‑urgent questions and administrative needs. You may also call, leave a voicemail, or email the front desk—especially if you need to provide documentation. We do our best to respond in a timely manner; please allow us a moment to reply. Messages received after business hours will be addressed on the next open business day.

Clinical concerns, medication issues, and urgent matters should be handled by phone, so our team can assist you promptly. While we are very responsive to text messages and return voicemails quickly during business hours, text and email are still not appropriate for urgent needs. Messages are monitored during business hours, and anything received after hours will be addressed on the next open business day.

Can I email medical questions or urgent concerns?

For emergencies, call 911. Clinical concerns, medication issues, and urgent matters should be handled by phone, so our team can assist you promptly. Text and email are monitored during business hours and are not appropriate for urgent needs.

What is considered a clinical concern, medication issue, or urgent matter?

Clinical concerns, medication issues, and urgent matters should be handled by phone, so our team can assist you promptly. Text and email are monitored during business hours and are not appropriate for urgent needs. For emergencies, call 911.

Clinical concerns include:

• New or worsening symptoms

• Questions about a diagnosis or treatment plan

• Concerns about side effects

• Anything requiring clinical judgment or medical guidance

Medication issues include:

• Running out of medication sooner than expected

• Problems with a prescription (pharmacy didn’t receive it, wrong dose, etc.)

• Side effects or reactions

• Questions about starting, stopping, or changing a medication

Urgent matters include:

• Symptoms that are rapidly worsening

• Time‑sensitive questions that cannot wait until the next business day

• Issues that may require same‑day guidance or triage

How to reach us appropriately:

• Text message is the fastest way to reach us for non‑urgent questions and administrative needs. We monitor text messages closely throughout the day, and because we are often assisting patients in the clinic, texting or leaving a voicemail (which provides a written transcript) helps us clearly understand what you need and respond more efficiently.

• Calling and leaving a voicemail is the correct method for clinical concerns, medication issues, and urgent matters, so our team can assist you promptly. Even if we cannot answer the phone right away, voicemails are reviewed quickly and allow us to prioritize urgent needs appropriately.

• Email is best for documentation or non‑urgent administrative questions.

Messages received after business hours are addressed on the next open business day.

Where should billing questions be sent?

 Billing questions can be sent to billing@brandymariefamilyaesthetic.com. Please include your full name and date of birth so we can locate your account. For questions about coverage, benefits, or what your insurance may require you to pay, we highly recommend contacting your insurance provider first. They can provide the most detailed and accurate information about your plan, as benefit details and patient responsibility vary by insurance.

How do I request a medication refill?

For the fastest processing, please contact your pharmacy directly to request a refill. They will send us an electronic request with all the information we need. This speeds up the process—especially for medications that require prior authorization—because the pharmacy’s request includes the exact medication details, directions, and insurance information needed to begin approval without delays. We are also able to send prescriptions to the correct pharmacy once the request is received.

How long do refills take to process?

Refill requests take 24–48 business hours to process once we receive them from your pharmacy. Requests sent on weekends or holidays will be processed on the next business day. Please request refills a few days before you run out to avoid gaps in treatment, especially around long weekends or holiday closures, as processing times may be extended.

Can I request refills by email or through the contact form?

Email and contact form messages are not the most efficient way to request medication refills. Contacting your pharmacy directly ensures the correct medication, dose, and pharmacy information is included and reduces processing delays.

What if I’m out of medication or need an urgent refill?

If you are out of medication or have an urgent refill need, please call the clinic during business hours. Email is not monitored continuously and should not be used for urgent medication issues. Some medications also require a follow‑up visit before refills can be approved.

Why do you require a credit card on file?

All patients are required to keep an updated card on file as part of our practice policy. This card may be used for late‑cancellation fees, no‑show fees, and unpaid balances after insurance processes a claim. Keeping a card on file ensures smooth billing and helps protect appointment availability for all patients.

What is my responsibility for copays, deductibles, and coinsurance?

Copays, deductibles, and coinsurance amounts are due at the time of service, as required by your insurance plan. Insurance requires clinics to collect these amounts at the time of service, and we are not permitted to waive or delay them. Delaying payment often leads to higher bills later, because unpaid amounts accumulate once insurance finishes processing your claim. Our in‑house biller verifies your benefits and provides the amount due at check‑in; however, patients are responsible for confirming their coverage and out‑of‑pocket responsibilities directly with their insurance provider, as benefit details vary by plan and cannot be guaranteed by the clinic. Paying these amounts at the time of service helps prevent unexpected balances and keeps your account in good standing for future appointments.

Insurance Network Notice: Many patients ask whether a provider “takes” their insurance or whether a service is “covered.” These phrases can be confusing because they do not tell you whether your plan will treat the provider as in‑network. Insurance companies only recognize the term in‑network, and this is what determines your benefits, copays, and out‑of‑pocket costs.

To confirm Brandy is in‑network with your insurance plan, please contact your insurance provider directly and provide her NPI number: 1306447362.

What is your financial responsibility policy?

After insurance processes your claim, you’ll receive a notice for any remaining balance and the due date. Any outstanding balance must be paid before your next appointment. Payment timelines follow Utah H.B. 128 requirements (or Medicare timelines when applicable). Unpaid balances may be charged to the card on file or referred to collections as outlined in our Policies page.

What options do you have if I have a high‑deductible insurance plan?

Patients with high‑deductible insurance plans often have higher out‑of‑pocket costs, especially early in the year. Because we are contracted with your insurance plan, we are required to bill your insurance for all covered medical services, even if your deductible has not been met. This means high‑deductible patients must use their insurance for covered visits, and we cannot offer self‑pay or concierge plans as substitutes for in‑network, covered services.

You may still explore non‑covered services, wellness options, or aesthetic programs on a self‑pay basis. These services are separate from insurance and may offer more predictable pricing.

If you are unsure how your deductible works or what your plan will cover, your insurance provider can give the most accurate information about your benefits and expected out‑of‑pocket costs. If you’d like help understanding which services are covered versus self‑pay, please call us for more information.

What if I am self‑pay?

Self‑pay services are due in full at the time of service unless other arrangements are made in advance. Past‑due self‑pay accounts may be referred to an external collection agency, and associated fees may apply. This policy is separate from Utah H.B. 128 timelines.

What options do you have if I am self‑pay or my insurance is not in‑network?

We welcome self‑pay patients and those whose insurance plans are not in‑network. Self‑pay services are due at the time of service, and pricing is provided in advance whenever possible. If your insurance is out‑of‑network, you may still choose to be self‑pay for your visit. Many patients prefer this option because it offers predictable costs and avoids unexpected out‑of‑network billing.

We also offer concierge plans for patients who are self‑pay or have out‑of‑network insurance. These plans provide enhanced access and predictable monthly costs for those who prefer a membership‑based model of care.

If you are unsure whether we are in‑network with your plan, please contact your insurance provider directly. They can confirm your coverage, benefits, and any out‑of‑pocket costs. Our team can provide receipts or documentation if you wish to submit a claim to your insurance on your own.

If you would like help deciding which option is best for you, please call us for more information about what we can offer.

Do you offer programs for aesthetic care?

Yes. We offer different aesthetic program options designed to support your goals and budget. These programs are available to both self‑pay and out‑of‑network patients and can include treatment bundles, membership‑style options, or customized plans based on your needs.

Because aesthetic goals and treatment plans vary from person to person, please call us for more information about the aesthetic programs we offer and to find the option that best fits your goals.

Do you offer other programs for whole‑body care?

We are developing additional programs to support your whole‑body care needs, including options for patients who want more structured or bundled services beyond traditional visits. These programs are designed to enhance long‑term wellness, preventive care, and overall support. 

More information will be available soon. If you’d like to be notified when these programs launch or want to discuss what may be available, please call us for more information.

What is your cancellation and no‑show policy?

We ask for at least 24 hours’ notice to cancel or reschedule an appointment. Late cancellations and no‑shows may result in a fee, as outlined on our Policies page. Timely notice helps us maintain appointment availability and support consistent care for all patients.

You may call, send a text message, leave a voicemail, or send a message through the patient portal at any time, and we will receive the message. To avoid a fee, the message must be received at least 24 hours before your appointment. All of these methods count as timely notice as long as they arrive before the 24‑hour window.

We do offer appointment reminders, and we highly recommend opting in to text message, email, and portal notifications. However, reminders are provided as a courtesy only and are not guaranteed to be sent or received. Patients are responsible for knowing their appointment dates and times and for cancelling or rescheduling within the required timeframe.